ExpressedEmpathyUsed Step-Up toPerform aHigh-riskRequestFree!DeescalatedupsetcustomerIssued areplacementcredit cardExhibited the"Thankful"element ofMIP"Can Do"statementusedFCRCompleted atask withouthaving to callanotherdepartmentRecap whatassistance hasbeen providedat the end ofthe callAsked thecustomer aconnectionquestionMade apaymentRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPRepresentativeasks customera connectionquestionProvidedself-serviceoptions(OLB/MobileApp/ATM)ExpressedEmpathyUsed Step-Up toPerform aHigh-riskRequestFree!DeescalatedupsetcustomerIssued areplacementcredit cardExhibited the"Thankful"element ofMIP"Can Do"statementusedFCRCompleted atask withouthaving to callanotherdepartmentRecap whatassistance hasbeen providedat the end ofthe callAsked thecustomer aconnectionquestionMade apaymentRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPRepresentativeasks customera connectionquestionProvidedself-serviceoptions(OLB/MobileApp/ATM)

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Expressed Empathy
  2. Used Step-Up to Perform a High-risk Request
  3. Free!
  4. Deescalated upset customer
  5. Issued a replacement credit card
  6. Exhibited the "Thankful" element of MIP
  7. "Can Do" statement used
  8. FCR
  9. Completed a task without having to call another department
  10. Recap what assistance has been provided at the end of the call
  11. Asked the customer a connection question
  12. Made a payment
  13. Repeated the customer's reason for calling
  14. Authentication Successfully Completed/ Acknowledged
  15. Exhibited the "Welcoming" element of MIP
  16. Representative asks customer a connection question
  17. Provided self-service options (OLB/Mobile App/ATM)